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ServiceTitan is seeking a Senior Business Analyst to join the Revenue Solutions Post Sales team. This role is centered on the operational backbone of the post-sales organization, managing incoming support requests, resolving production tickets, executing business-as-usual work, and maintaining revenue systems that power customer success.
Day-to-day responsibilities include triaging and resolving BAU tickets, documenting workflows, and identifying process improvements through analysis. You'll work with Salesforce Service Cloud and Gainsight to support post-sales operations, performing data analysis and generating reports to inform decision-making. The role requires close collaboration with cross-functional teams including Customer Success, Onboarding, Billing, Deal Desk, and Business Technology to understand their needs and deliver aligned solutions.
You'll support the full software development lifecycle, including user acceptance testing, writing user stories with functional and technical specifications, and participating in agile ceremonies (standups, sprint planning, reviews, demos). Additional responsibilities include identifying system changes needed (validation rules, flows, page layouts, email alerts, picklist modifications), gathering user feedback post-launch, and maintaining documentation for processes and standard operating procedures.
The ideal candidate is a self-starter with critical thinking skills, experience in business operations within a SaaS environment, and a strong understanding of the customer lifecycle. You should be comfortable troubleshooting system issues independently, analyzing root causes, and documenting findings. Strong written and verbal communication skills are essential, particularly for cross-functional collaboration with US-based teams. Proficiency in English is required.
Nice-to-have qualifications include hands-on Salesforce experience, familiarity with Smartsheet, Gainsight, or Salesloft, experience with Jira and Confluence, Salesforce certifications (Administrator), and exposure to system migrations or integrations.
